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Training Customer Service

Henderson, North Carolina, United States
December 07, 2017

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Demarcus T. Simmons


Summary of Qualifications:

Experienced Technology and Soft-skills trainer with a professional skill set which includes Staff Development (face-to-face, group, individual), WebEx online training, & EPIC Electronic Health Record (EHR) Applications Training.

Professional Skills:

Duke Maestro Care (EHR) Applications Trainer, Duke Maestro Care GoLive Support Staff, Staff Development Facilitation and Management, Computer System functionality Testing, Hardware/Software Installation, Computer Lab Management, Desktop Functionality Training and Support, Author of Training Manuals and Presentation Materials, Training Facility Preparation, Word Processing, Customer Service, Detail Oriented Professionalism/Work Ethics.

Operating Systems:

Windows 98-present, Android, iOS


EPICare Ambulatory 2010/2012/2014/2015, EPICare Kaleidoscope 2012/2014/2015, EPICare Orders 2012/2014/2015, Duke Medicine WebEx, GoTo Meeting, GoTo Webinar, SAS Web Report Studio, SAS Information Delivery Portal, NC DPI SAS Ad Hoc Reporting (AHR), Camtasia Studio 4x-present, Microsoft Office Suite, Microsoft Outlook, Internet Explorer, Mozilla, Google Chrome,

Professional Experience:

Systems Analyst I

Duke Health, Durham, NC (August 2014-present)

Certified EPICare Ambulatory Trainer.

Credentialed Kaleidoscope & Orders Trainer.

MaestroCare Provider Concierge Team.

Provide at the elbow Support for all clinicians throughout Duke Health.

Assist with Optimization Projects for Clinic efficiencies and new workflows.

Conduct efficiency training sessions with Duke Health clinicians at all levels.

ServiceNow trouble ticketing system support.

EPIC Credentialed Trainer (Duke Maestro Care)

TEKsystems, Raleigh, NC

Duke Health, Durham, NC (July 2014-August 2014)

MaestroCare Provider Concierge Team.

Conducted one-on-one and group clinic visits; providing efficiency training.

Facilitated instructor led classroom trainings with Physicians, Clinical Staff, Clinic Managers, Clinic Liaisons,& GoLive Support Staff.

Conducted WebEx training session with various health care professionals.

Performed lesson plan updates and validation.

Provided support for the computer training labs.

Assisted with ServiceNow/Help Desk Support.

NCWISE & Ad Hoc Reporting Trainer

North Carolina Department of Public Instruction, Raleigh, NC (August 2008-June2012)

Scheduled and approved training events for the computer training lab by use of MS Outlook.

Facilitated North Carolina Window of Information on Student Education (NCWISE) & Ad Hoc Reporting (AHR) hands-on training with various public school employees from across the state of NC.

Facilitated Student Unique Identification System and Staff Unique Identification System GoTo Webinar sessions.

Authored training presentations and documentation.

Conducted application testing.

Conducted computer lab orientation sessions with various NCDPI trainers.

Trainer & Documentation Specialist

Avis Budget Group, Virginia Beach, VA (May 2006-May 2008)

Facilitated MS Office Suite face-to-face training sessions.

Obtained the Development Dimensions International (DDI) Certified Facilitator certification .

Authored training presentations and manuals.

Facilitated DDI soft-skills training sessions.

Conducted the Sexual Harassment training.

Managed the training calendar and scheduled events.

Technology Instructor

Vance-Granville Community College, Henderson, NC (September 2002-October 2003)

Durham Technical Community College, Durham, NC (October 2003-June 2004)

Facilitated computer classes instructing on Microsoft Word and Excel XP.

Provided one-on-one assistance to the students with a novice knowledge base.

Encouraged the students to harbor a positive and productive learning environment to better understand the computer applications.

Facilitated Glencoe keyboarding classes.

Created and utilized skill performance tests to assess and measure knowledge and skill growth.

Software Support / Training Coordinator

Vance County Schools, Henderson, NC (November 2001-April 2006)

Assessed faculty & staff training requirements to meet licensure retention needs.

Facilitated technology staff development sessions in the areas of MS Office Suite, Computer Technology Classroom Integration,and the NC Compute Technology Skills standard course of study.

Coordinated and planned technology professional development sessions with contract vendors.

Conducted Desktop Support for three elementary schools.


Winston Salem State University, Winston-Salem, NC

Bachelor of Science - Management Information Systems

August 1994 - May 1999

Professional Certifications:


EPICare Certified Ambulatory Trainer: December 2015

Duke Health

EPICare Credentialed Orders Trainer: October 2013

EPICare Credentialed Kaleidoscope Trainer: March 2013

EPICare Credentialed Ambulatory Trainer: August 2012

Development Dimensions International

DDI Certified Facilitator: March 2007

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